Effect of Service Quality on Customer Satisfaction at PT. AUTO 2000 Bintaro Branch

Iis Noviyanti; Kiki Dwi Wijayanti; Ade Yusuf; Hafis LaksmanadNur Aldy; Devi Fitria Wilandari

Iis Noviyanti Department of Management, Faculty of Economics Universitas Pamulang, Banten
Kiki Dwi Wijayanti Department of Management, Faculty of Economics Universitas Pamulang, Banten
Ade Yusuf Department of Management, Faculty of Economics Universitas Pamulang, Banten
Hafis LaksmanadNur Aldy Department of Management, Faculty of Economics Universitas Pamulang, Banten
Devi Fitria Wilandari Department of Management, Faculty of Economics Universitas Pamulang, Banten

Keywords: Service Quality, Customer Satisfaction.

Abstract

This study aims to determine the effect of Service Quality on Customer Satisfaction at PT. Auto 2000 Bintaro Branch. The method used is explanatory research with a sample of 96 respondents. The analysis technique uses statistical analysis with regression testing, correlation, determination and hypothesis testing. The results of this research variable Service Quality obtained an average score of 3,415 with good criteria. The Customer Satisfaction variable obtained an average score of 3.846 with good criteria. Service Quality has a positive and significant effect on Customer Satisfaction with the regression equation Y = 10.053 + 0.828X, and the correlation coefficient value of 0.767 or has a strong level of relationship with a determination value of 58.9%. Hypothesis testing obtained a significance of 0.000 <0.05.